Customer Service Supervisor

Job Description Summary The Customer Service Supervisor provides leadership, direction & support to CSR’s & leads in the contact center. Maintains customer relations by ensuring team meets & exceeds customer expectations. Also responsible for development & implementation of effective practices, policies & procedures that support Roadrunner Freight. Responsibilities are in the areas of customer service, employee development & quality improvements in meeting company goals. Critical Job Functions: Assist Customer Service Representatives as needed in identifying & resolving customer issues. Communicate customer issues with terminal managers & facilitate efforts to resolve root cause of problems. Manage resources & intra-day staffing needs in concert with their manager. Coordinate & integrate work based on team capabilities. Continuously improve ensuring consumer needs & expectations are consistently met. In concert with their manager assist CSR’s in setting objectives, goals, performance standards, & expectations through a participative management style. Identify & provide employees with necessary resources & training to meet objectives. Provide timely, relevant performance feedback & employee evaluations. Recognize & reward positive results. Serve as mentor & role model to team members. Maintain effective communications: with CSR’s, managers, field personnel & customers. Provide timely reporting of status & issues to manager. Provide a positive & productive work environment. Communicate company strategies & goals. Conduct effective team meetings when needed. Communicate & enforce company & Center policies & procedures. Champion Customer-Centric culture inside & outside the CSC. Promote the need for & ensure a safe work environment. Performs routine duties with minimal supervision following standard practices or procedures; occasional check of work while in progress; work is reviewed upon completion. Physical Demands and Work Environment: The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Physical Demands: Sedentary physical activity performing non-strenuous daily activities of an administrative nature. While performing the duties of the job, the employee is regularly required to sit, reach/handle items, work with the fingers, and talk and hear others in conversations via the phone or in person. The employee is occasionally required to stand and walk. Work Environment: The noise level is moderate based on general conversation tones, ringing phones and laser printer operation. Work in well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation. Compensation: The estimated compensation for this role is $48,500.00 per year. Benefits: PTO Paid Holidays Medical Insurance Dental Insurance Vision Insurance Life Insurance 401k Roadrunner Freight is building something special with great people, a winning culture and a differentiated service offering in the marketplace. Join us today to grow your career! We will not accept unsolicited candidates from external recruiters or recruiting agencies. Thank you! Additional Requirements: Summary: Roadrunner offers more direct long-haul metro-to-metro shipping than any other nationwide Less-than-Truckload (LTL) carrier in the United States. With a nationwide presence, terminals across 40 markets, and approximately $410 million in revenue in 2023, the company’s Smart Long Haul Network is the preferred choice for shippers looking to move freight quickly and reliably. Roadrunner is expanding and looking for a highly motivated Customer Service Supervisor to join our winning team. If you are results driven and looking for a rapidly growing company with high growth and earnings potential, we want to hear from you! Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.

Salary : $48,500